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CRC -Contact Center <br />Service Options <br />Customer Contact Center Brochure <br />Customer Contact Solutions <br />Our Contact Cnnter provides comprehensive call hantlling antl tletailetl reporting tools far thorough customer wre <br />CRC's Contact CenM_r services are driven by live customer service representatives (CSRS), as well as Interactive Voice Response <br />(IVR) technology. By customising services for your needs, CRGS Contact Center is preparetl and ready to keep your consumers <br />connected. Provitle Nem full-service wnsumer care 24 hours a tlay! <br />Inbound Call Services <br />Eloctric Consumer Calls: Handling of power outages, partial power situations, emergency information, tlisconnectetl <br />accounts, antl more. <br />Member Sarviee Calls: General consumer questions, special protlucVService information, or other customizable information <br />can be relayed to your members 24 hours-a-tlay. <br />Billing Services: CRC can answer accounVbalance information, take payments and make payment anangemenis with reap <br />time billing information. <br />Propane and Natural Gas Calls: Due to the high priority of these types of calls, CR.C follows a tle[ailetl verification process to <br />tletennine the urgency level antl initiates the appropriate action. <br />New Sign Ups: Allow CRC to sign-on new consumers, receiving appropriate information to sef-up Your consumers for <br />service. <br />Otlrer Services <br />Outbound Crew Dispatch: Dispatchers fallow specific procetlural instructions to no6ry antl dispatch an on-call crew, <br />customizable by your specifc procedures. Dispatch wmmunication ran be handled via ratlio interconnect satellite, or cellular <br />phone antl pagers. <br />Dlrect Grew Check-In: Oetlicatetl toll tree crew check-in telephone number routes tlirectly to the tlispatching team, a highly <br />treinetl subset of the customer service representative (CSR) staff. <br />Automated Callback Rastoral Feature: Set up an automatetl callback [o be sent to your consumers upon service restore) to <br />their electric outage. <br />Phone Notification Syatem (PNS): Automated pre-recortletl messages are sent out simultaneously to unlimited consumers <br />with any customizable message. <br />Outbound Surveys: Contluct live or automated product or service member satisfaction surveys, purchase follow-ups, antl <br />more! <br />CRCLINK eCOmmunication Outage Management Systems IDM$) <br />Proprietary e-wmmunication antl outage management software program, tlistributes outage and message call information <br />from CRC to its customers' locations. <br />Intertaces with aft major Customer Information Systems (CIS) antl outage management systems. <br />If you are interes[etl in more information contact our Markeline and Saks Team <br />~.1 y <br />_~ ~ ~ _ <br />.. w <br />_~"' <br />~~ ~ w <br />~M-:~_ <br />~_ ; -~ <br />j~~ <br />~- . '~~1 <br />Page 1 of 1 <br />http://www.crc.coop/CRCweb/contentPages/ContactCenter.aspx 2/9/2011 <br />